Idea Customer Care Contact Number: Expert Guide (Updated for the Vi merger)

Idea Cellular merged with Vodafone India in August 2018 to form Vodafone Idea Limited (now branded as “Vi” since September 2020). If you’re looking for the old “Idea customer care” contacts, the correct support channels today are the Vi helplines and digital support portals. Below is a precise, field-tested guide to the working numbers, what each line is for, typical charges, and how to escalate if needed.

This guide focuses on getting you to the right number quickly, clarifying what to expect when you call, and pointing you to the official pages that list circle-wise contacts and escalation officers. It also includes official addresses and practical tips that save time when speaking to an agent.

Primary helplines you should use today

If you are calling from your Idea/Vi mobile connection, use the two standardized helplines that work across India. These are the most reliable ways to register complaints or request information without hunting for circle-specific numbers.

Dial 198 (toll-free) to register a service complaint. This is the DoT/TRAI-mandated complaints line and works 24×7 with IVR; a human agent typically comes on the line after you key in the complaint category. For general queries, plan information, VAS activation/deactivation, and account assistance, dial 199. In many circles, 199 calls are chargeable at approximately ₹0.50 per 3 minutes; the charge may vary by circle and your base plan.

Important special-purpose short codes

To manage promotional calls and SMS, call or SMS 1909 (toll-free) for DND (Do Not Disturb) activation/deactivation. For mobile number portability (MNP), SMS PORT followed by a space and your 10-digit number to 1900 to obtain your UPC (Unique Porting Code). These codes are standardized across operators and remain valid irrespective of your circle.

If you are trying to reach Vi from another operator’s number or a landline, you will need a circle-wise long code (10-digit) customer care number. These vary by state; the current list is published on the Vi Help & Support pages at www.myvi.in/help-support (look for “Contact Us” or “Circle-wise numbers”). Because these numbers change occasionally, always verify on the official page before dialing.

Quick reference: the numbers that still matter

• 198 — Vi complaint helpline (toll-free, 24×7). Use for wrong charges, network issues, SMS/data/call failures, and service complaints.
• 199 — Vi general care (typically chargeable; commonly ~₹0.50/3 minutes). Use for plan info, VAS activation/deactivation, SIM or account assistance.
• 1909 — DND (Do Not Disturb) activation/deactivation via call or SMS (toll-free).
• 1900 — Porting (MNP) UPC via SMS: send “PORT ” to 1900.
• From other networks/landlines — Use your state’s 10‑digit Vi care number listed at: www.myvi.in/help-support (circle-wise contact numbers).

Tip: Always note the “complaint/docket number” the system or agent gives you on 198/199. You will need it for tracking and for any escalation to the Nodal Officer or Appellate Authority.

How to reach a human faster on 198/199

When the IVR starts, choose the language first, then select options in this order for the quickest path: account or service issue → complaint or “wrong charging”/“network problem” → speak to agent. The exact menu text changes periodically, but choosing the complaint path on 198 typically shortens the routing.

Have these details handy: your Vi mobile number, last recharge/billing amount and date, approximate time of the issue (for call drops or data outages), and the location (city/area and pincode). For billing disputes, note the disputed amount and the date/time of charge. Agents often verify the last recharge or the last four digits of your ID on file.

Escalation path, response times, and tracking

If your issue is not resolved on the first call, wait for the resolution timeline communicated in the SMS or IVR (you will get a complaint/docket number). If the stated timeline passes without a satisfactory fix, escalate to the Nodal Officer for your circle. Nodal contacts (phone and email) are listed under Help & Support on www.myvi.in.

If the Nodal level does not resolve the matter, you may appeal to the Appellate Authority for your circle. Keep your original complaint/docket number, all follow-up references, dates, and any written responses. As a rule of thumb, file the appeal within the window mentioned by Vi (commonly within 90 days of the original complaint). The Appellate Authority is expected to provide a decision after reviewing your case and may schedule a hearing if needed.

External escalation (if all else fails)

For broader consumer assistance, the National Consumer Helpline is reachable on 1915 (11-digit IVRS and callbacks available) and at consumerhelpline.gov.in. For telecom safety and subscriber utilities, the DoT’s Sanchar Saathi portal is at sancharsaathi.gov.in. While these are not substitutes for 198/Nodal/Appellate flows, they can help with documentation and guidance.

In-person support, addresses, and documentation

For SIM replacement, KYC updates, or number reactivation within grace periods, visiting a Vi Store is often quickest. Use the official store locator at www.myvi.in/stores to find the nearest address, working hours, and services offered. Bring original identity and address proof (Aadhaar, Passport, Voter ID, or Driving Licence) and your existing SIM/handset if available.

Corporate and registered addresses (for formal correspondence): Registered Office — Vodafone Idea Limited, Suman Tower, Plot No. 18, Sector 11, Gandhinagar 382011, Gujarat, India. Corporate Office — Vodafone Idea Limited, Birla Centurion, Century Mills Compound, Pandurang Budhkar Marg, Worli, Mumbai 400030, Maharashtra, India. For most service issues, you will get a faster outcome via 198/199 or Nodal/Appellate channels rather than postal letters.

Practical scenarios and exactly what to request

Use precise phrases when speaking to an agent. It helps the CRM system categorize your issue correctly and triggers the right internal workflow. Below are example asks that tend to result in clean case logging and quicker fixes.

• Wrong balance deduction or pack activation: “Please log a charging dispute for ₹X on . I did not consent to this VAS/pack. Request reversal and VAS barring. My last successful recharge was ₹Y on .”
• Network/service outage: “Please register a network complaint for no service/4G data not working in . Issue observed since . Average signal bars: . Handset model: . Please share the service request number.”
• DND and spam: “Please confirm DND full blocking via 1909 and register a UCC (unsolicited commercial communication) complaint for calls/SMS from received on .”
• SIM lost/damaged: “Block my SIM immediately and issue a duplicate SIM. I will visit the Vi Store at . Please confirm required KYC documents. I understand a nominal SIM replacement fee may apply as per circle policy.”
• Porting out/in assistance: “I need help with MNP. I have sent PORT to 1900 and received UPC . Please confirm any contractual obligations or pending dues, and validity of the UPC.”

For prepaid users, reversals for inadvertent VAS activations are typically processed if reported promptly (often within 24 hours of deduction). For postpaid billing disputes, the resolution may align with the next bill cycle; keep an eye on adjustments or credit notes referenced by the complaint number you receive.

Costs, hours, and small print that matter

Charges: 198 and 1909 are toll-free. 199 is often charged at about ₹0.50 per 3 minutes in many circles; verify the current rate on your plan. Calls to circle-wise 10-digit care numbers from other networks may be charged as per your provider’s standard calling rates.

Availability: IVR and complaint registration on 198 are available 24x7. Store hours vary by location and are typically 10:00–19:00 on business days; metro locations may operate extended hours. Always check the latest timings on the store locator before you visit, especially on public holidays.

Official digital channels

Support portal and FAQs: www.myvi.in/help-support. Plan management, recharges, and live chat are available via the Vi App (linked from myvi.in). For social support, contact the verified handle “Vi Customer Care” on X (Twitter); do not share full KYC details publicly—agents will move you to DM and ask only for the minimum needed to locate your account.

Bottom line: For anything you once did via “Idea customer care,” the correct, fastest routes today are 198 for complaints, 199 for general help, 1909 for DND, and the circle-wise numbers shown on myvi.in for calls from other networks. Keep your docket numbers, escalate methodically if timelines slip, and prefer official portals over third-party directories.